Configuration
Turn a freshly invited bot into a working ticket system: run /setup, save the essentials in the dashboard, post a panel, and tune automation
Configuration happens in two places. /setup in Discord creates the categories, channels, and roles. The dashboard then tells the bot which of those to use and how tickets should behave. The bot does not create tickets until the dashboard configuration is saved.
You need Administrator (or Manage Channels and Manage Roles) in the Discord server to run /setup, and you must be the bot owner, or hold a role granted dashboard access, to edit the server in the dashboard.
Setup flow
Run /setup in Discord
Creates the Discord resources listed below. No questions are asked unless matching resources already exist.
Save the essentials in the dashboard
Select the staff roles, categories, and channels under Staff, Structure, and Transcripts.
Post a ticket panel
Design an embed with an Open Ticket button and post it to a public channel.
Tune the lifecycle
Decide who can close tickets, whether transcripts are kept, and when tickets auto-close.
Step 1: Run /setup
/setup| Resource | Purpose |
|---|---|
| 🎫 Tickets category | New ticket channels open here |
| 📁 Closed Tickets category | Closed tickets move here |
| 📝 Ticket Logs category | Holds #ticket-logs and #ticket-transcripts |
| Ticket Admin role | Full ticket management access (named TicketCord Admin on the Free plan) |
| Ticket Support role | Basic ticket access (named TicketCord Support on the Free plan) |
The bot needs Manage Channels and Manage Roles at the server level to do this (TC002 otherwise). If it finds resources with the same names it offers Create Anyway (New Names), Use Existing (Recommended), or Cancel; the first option creates a second set with TicketCord-prefixed names. Full details are on the /setup reference.
/setup creates Discord resources only. Nothing is selected in the dashboard for you, and tickets will not open until you finish Step 2.
Step 2: Save the essentials
Open Dashboard → Bots → your bot → Servers → the server. The sidebar groups the settings; the essentials are in Access & Safety.
| Section | Setting | What to choose |
|---|---|---|
| Staff | Staff Roles (Discord) | The Ticket Admin and Ticket Support roles (or your own). Up to 10 roles. Members with these roles can use staff commands and see every ticket |
| Structure | Ticket Categories | The 🎫 Tickets category. You can select several; each holds up to 50 channels, and Overflow lets the bot try the next category when one is full |
| Structure | Closed Ticket Categories | The 📁 Closed Tickets category |
| Transcripts (under Ticket Lifecycle) | Transcript Channel | #ticket-transcripts. Required for /transcript and automatic transcripts |
| Structure | Logs Channel | #ticket-logs. Receives ticket events, feedback, and staff actions. Optional |
Save, then assign the staff roles to your team in Discord. Run /diagnose in the server to confirm the bot can see every selected channel and category.
Only the bot owner can change Staff Roles; anyone else with dashboard access sees the section read-only. Changing staff roles in Discord alone does nothing: the role must be selected here.
Step 3: Post a ticket panel
Ticket panels are embeds with buttons or a dropdown. Open Messaging → Panels & Embeds, create an embed, add a button with the Open Ticket action (or a dropdown whose options map to ticket categories), and send it to a channel such as #support from the dashboard or with /embed name:<embed name> channel:#support.
Each button or dropdown option can point at its own ticket category and use its own welcome message, so one panel can serve support, sales, and applications. Panels cannot be posted inside ticket channels. Embed limits by plan: 1 on Free, 5 on Basic and Pro, 15 on Enterprise.
Step 4: Tune the ticket lifecycle
These live under Ticket Lifecycle in the sidebar.
| Section | Setting | Effect | Plan |
|---|---|---|---|
| Opening | Max Open Tickets | How many tickets one member may have open at once. Free is fixed at 5; the limit is configurable from Basic | Basic+ to change |
| Claiming | Exclusive Claim Mode | When a staff member claims a ticket, other staff lose access until it is unclaimed | All |
| Claiming | Supervisor Roles | Members with these roles keep access to exclusively claimed tickets and cannot be removed with /remove | All |
| Closing | Staff-only Close | Ticket creators cannot close their own tickets | All |
| Closing | Instant Close (Skip Confirmation) | /close and the close button act immediately without a confirmation card | All |
| Closing | Enable DM on Close | The creator receives a DM when their ticket closes | All |
| Closing | Auto-Delete on Close | Closed tickets are deleted instead of moved to the closed category | All |
| Auto-Close & Reminders | Auto-Close Tickets | Close tickets after a period with no messages. 15 minutes to 30 days; also settable with /auto-close | Basic+ |
| Auto-Close & Reminders | Auto-Reminder | Post a reminder in quiet tickets before they auto-close, optionally pinging the creator | Pro+ |
| Auto-Close & Reminders | Auto-Close on User Leave | Close a member's open tickets when they leave the server | All |
| Feedback | Enable Feedback Collection | Ask creators for a 1 to 5 rating when tickets close and via /feedback | All |
| Tags | Predefined tags and the per-ticket limit | Suggestions for /tag add; limit 10 by default, up to 25 | All |
| Transcripts | Transcript Channel and retention | Where transcripts are posted, whether they are generated on close, and how long ticket data is retained | All |
Other groups cover Messaging (welcome messages, quick replies), AI & Knowledge, Service Levels (business hours, SLA, approvals, scheduled reports; Enterprise), and Platform (integrations, language).
What happens once configured
- A member presses the panel button (or picks a dropdown option, or fills in the form if one is attached).
- The bot checks the firewall, business hours, and the member's open ticket count, then creates
ticket-XXXXin the ticket category with permissions for the creator, staff roles, and the bot. - The welcome message is posted, staff are pinged if configured, and the logs channel records the event.
- Staff work the ticket with the commands. When it closes, the channel is renamed
closed-XXXXand moved (or deleted), the transcript is posted, the creator is DMed, and feedback is requested if enabled.
With threaded tickets, the bot opens a thread instead of a channel. Discord only shows a private thread to people who are in it, so the bot adds the creator and every member with a staff role, or with one of the button's Allowed Staff Roles when the button sets them. Members who are given one of those roles while the ticket is open are added automatically. If business hours are on and staff are on call (/on-call), only on-call staff are added, and later role changes add nobody.
Quick changes from Discord
/config opens a panel where administrators and staff can change staff roles, the transcript and logs channels, and ticket categories, and toggle auto-close, DM on close, and auto-delete without opening the dashboard. Everything else is dashboard-only.
Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
| "This server hasn't been set up yet" (TC011) | The essentials were never saved | Save Staff, Ticket Categories, and Closed Ticket Categories in the dashboard |
| Button pressed, no ticket, TC002 | The bot lacks View Channel, Manage Channels, Manage Permissions, Send Messages, or Embed Links in the ticket category | Fix the category permission overwrites for the bot's role, then run /diagnose |
| "The ticket category was deleted" (TC004) | A selected category no longer exists | Select another under Structure |
| "All configured ticket categories are full" (TC019) | Every selected category holds 50 channels | Enable Auto-Delete on Close, add another category, or enable overflow |
| Staff cannot see tickets | Their role is not selected under Staff | Select it and save; the change applies to new and existing tickets |
/transcript says no transcript channel is configured (TC011) | Transcript Channel is empty | Select #ticket-transcripts under Transcripts |
Common questions
Do I have to use the roles and categories /setup created?
No. Any category or role works. /setup just saves you creating them; select whatever you want under Staff and Structure.
Can I have separate categories for support and sales tickets? Yes. Select several ticket categories under Structure, then point each panel button or dropdown option at the category it should use.
Why can members open only five tickets? Five open tickets per member is the Free plan limit. From Basic you can change Max Open Tickets under Opening.
Where do I set who is allowed to close tickets?
Closing → Staff-only Close. When it is on, creators can still request closure through staff, and staff can send a close request with /closerequest.
Does changing a setting affect tickets that are already open? Yes for permissions and staff roles. Auto-close and reminders apply to open tickets from the next inactivity check onward.
How do I move the bot to a different transcript channel later?
Change Transcript Channel under Transcripts or press Change next to the transcript channel in /config. Existing transcripts stay where they were posted.
Join the support Discord and ask the team
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